Absa Vehicle Finance is not trustworthy

I was involved in an accident and my car was written off, my insurance paid Absa as per their settlement letter. I the requested a paid up letter from Absa and only then they told me I have an outstanding amount of R14k to pay for them to clear my account, my insurance tried to get in touch with them but they were not getting any feedback (I was copied in the mails). I then decided to pay the R14k (as per their settlement letter)while they’re still investigating. I received an email to call Absa for my paid up letter however when I called I was told I still owe a further R4301 which no one at Absa can explain to me. Subsequently to that I received the paid up letter. Today I received another email saying I’m still owing and I need to pay for my account to be closed. How is Absa doing business? They’re acting like a bunch of ********. Settlement letters are supposed to be final amounts to be paid so how do they send settlement after settlement ? I’m so frustrated with these ********!!